Call Center Training Specialist

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Requirements:

• 3+ years of experience in a training, coaching, or supervisory role within a call center or servicing environment.
• Demonstrated expertise in creating and delivering training programs tailored to diverse audiences.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Strong interpersonal skills, including empathy and the ability to foster a positive learning environment.
• Proficiency in using call center tools and documentation systems like Confluence.
• Strong problem-solving skills and a passion for improving team performance and customer outcomes.
• Experience in the healthcare or financial services industry is a plus.

Responsibilities:

• Design, deliver, and continuously improve training programs for call center representatives, including onboarding, soft skills, technical processes, and industry compliance.
• Collaborate with leadership and cross-functional teams to identify training needs and align with operational goals.
• Conduct needs assessments and develop tailored training materials, resources, and documentation.
• Monitor and evaluate the effectiveness of training programs through feedback, performance metrics, and quality assurance data.
• Provide hands-on coaching and mentoring for representatives to ensure skill proficiency and confidence in handling customer interactions.
• Facilitate ongoing education sessions to address updates in policies, procedures, tools, and industry standards.
• Support call center leadership by contributing to strategy discussions aimed at improving team performance and operational efficiency.
• Act as a subject matter expert (SME) to address escalated inquiries and provide insights for continuous process improvements.